If your ASDA grocery delivery has not arrived by the end of its booked time slot, check the order status in Your Orders, look for a message or missed call from the driver and contact ASDA customer services if no updated arrival time is available.
A late order may still arrive, but you should report it promptly when the tracking says delivered, the order has been cancelled without explanation, or ASDA cannot confirm whether the driver is still coming.
What to check first
Check the end time of your delivery slot
Make sure the complete delivery period has passed before reporting the order as missing.
For example, an order booked between 5pm and 6pm is not officially outside its slot until after 6pm. The driver may arrive near the end of the booked period, particularly when traffic, weather or earlier deliveries have caused delays.
ASDA home deliveries normally operate between the delivery times displayed during booking. Your confirmed slot should appear in the order confirmation and your online account.
Track the order in Your Orders
Sign in to your ASDA account and open Your Orders. ASDA allows online grocery customers to use this section to track a delivery, manage an order, check charges and report a problem.
The status may show that the order is:
- Being prepared
- On its way
- Delayed
- Delivered
- Cancelled
Tracking information can sometimes update late, so do not rely on the map or number of remaining stops as an exact arrival time.
More information about placing and managing an ASDA grocery delivery can help you identify which stage of the order process has been affected.
Check your phone and messages
Look for:
- A missed call from the driver
- A text message about a delay
- An email from ASDA
- An app notification
- A cancellation message
Make sure the mobile phone number saved in your ASDA account is correct. The driver may need to contact you when there is a problem finding the property or accessing the building.
Check your spam or junk folder if no email appears in your inbox.
Check the delivery address
Confirm that the order was placed using the correct address and postcode.
Pay particular attention to:
- The house or flat number
- The street name
- The postcode
- The selected default address
- Building or entrance instructions
- The contact telephone number
An old saved address is a possible problem if you have recently moved or regularly order for more than one household.
What to do when the delivery slot has passed
1. Allow for a short delay
A driver can be delayed by traffic, road closures, severe weather, vehicle problems or longer-than-expected earlier deliveries.
You do not need to contact ASDA the moment the slot ends if tracking still shows that the order is on its way and you are able to wait briefly.
However, ASDA does not provide a universal waiting period that applies to every late order. Contact customer services when there is no useful update or the delay is causing a practical problem.
2. Keep your mobile phone nearby
The driver or local delivery team may try to call. Answer unfamiliar numbers where possible during the delay.
Check that your phone is not on silent and that calls from unknown numbers are not automatically blocked.
3. Contact ASDA customer services
Contact ASDA when:
- The delivery slot has ended and no updated time is shown
- Tracking has stopped updating
- The order is marked as delivered but nothing arrived
- The order has disappeared from Your Orders
- You received a cancellation message
- You can no longer remain at the address
- Chilled or frozen items may have been travelling for an extended period
Have the following information ready:
- Your order number
- The account holder’s name
- The delivery postcode
- The booked date and time slot
- The current order status
- Any messages received from ASDA
- The time tracking last changed
ASDA can check whether the driver is still completing the route, the order has been returned to the store or the delivery has been cancelled.
What if the order says delivered but nothing arrived?
Contact ASDA promptly if Your Orders shows the complete grocery order as delivered but you have not received it.
Before making contact:
- Check the front and back doors.
- Check any agreed delivery location.
- Ask other members of the household.
- Check whether a building receptionist or concierge accepted it.
- Confirm that the order contains the correct delivery address.
- Review any message or photograph attached to the delivery record.
ASDA’s grocery delivery process normally involves handing the shopping to the customer rather than leaving a complete order unattended without agreement. Do not assume it has been delivered to a neighbour unless the tracking, driver or customer service team confirms this.
Tell ASDA clearly that the entire order is missing. Reporting one missing product is different from reporting that no delivery arrived at all.
Could the driver have missed me?
A driver may be unable to complete the delivery when:
- Nobody answers the door
- The doorbell does not work
- The property cannot be found
- A communal entrance is locked
- The delivery instructions are unclear
- The saved telephone number is incorrect
- The driver cannot safely access the property
ASDA’s help information advises customers to check safe locations when a driver has missed them. For a grocery order, you should also check for a calling card, text, missed call or account update explaining what happened.
The shopping may be returned to the store if the driver cannot complete the handover. ASDA must confirm whether another attempt is possible or whether the order will be cancelled.
Will ASDA attempt delivery again?
A second delivery attempt is not guaranteed.
Whether ASDA can return may depend on:
- Why the first attempt failed
- Whether the driver is still nearby
- The condition of chilled and frozen food
- The remaining delivery schedule
- Local store capacity
- Whether somebody can now receive the order
Customer services may ask you to place a new order rather than arrange another attempt. Do not assume the original slot or product availability will be preserved.
What if I can no longer wait for the order?
Tell ASDA customer services that you are no longer available to receive the delivery.
Do not simply leave without reporting the problem, particularly if tracking still shows that the driver is coming. ASDA needs the opportunity to contact the driver or advise what will happen to the order.
Ask customer services to confirm:
- Whether the delivery is still expected
- Whether it can be cancelled
- Whether the shopping will return to the store
- Whether you need to place another order
- What will happen to the payment
ASDA may assess refunds or other remedies according to what happened. Compensation or a refund of the delivery charge should not be assumed unless ASDA confirms it.
What happens to the payment?
The next step depends on whether the order is late, cancelled or incorrectly marked as delivered.
The delivery is only delayed
The payment will normally continue to be processed if the groceries eventually arrive.
The final amount may differ from the estimated total because of substitutions, unavailable products or weighed items.
The order is cancelled
ASDA states that customers are not charged when ASDA cancels an order. However, a temporary payment authorisation may remain visible in the bank account until the bank releases it.
A pending transaction is not necessarily a completed charge. Check the transaction description and status before requesting a refund.
The order is marked as delivered
Contact ASDA if the order is marked as delivered and the payment has been completed, but no groceries arrived.
ASDA will need to investigate the delivery record before confirming the appropriate refund or other resolution.
Keep screenshots of the order status and bank transaction. The ASDA refund process may differ depending on whether the whole order is missing or only individual products were not delivered.
How long will an ASDA refund take?
Refund timing depends on why the payment is being returned and how the bank processes it.
ASDA says released payment holds are usually returned by the bank within 24 hours, although the actual timing can vary. Refunds processed after a completed charge can take longer.
ASDA advises customers to contact its customer service team if a refund has not arrived after 14 working days.
Before contacting ASDA or your bank, check whether the transaction is:
- Pending
- Reversed
- Completed
- Refunded
- No longer visible
The bank can explain how the transaction is displayed. ASDA can confirm whether it has released an authorisation or processed a refund.
What if only part of the delivery is missing?
If the driver delivered the order but some bags or products are missing, report the affected items rather than saying the entire order did not arrive.
First check:
- The digital or paper receipt
- Items listed as unavailable
- Substitutions
- Products removed before dispatch
- Every bag and crate handed over
- Whether part of the order was rejected at the door
ASDA’s official guidance says customers should contact its customer service team when an item remains missing after they have checked the order.
List each affected product, its quantity and whether you were charged for it.
What happens to ASDA Rewards?
Rewards from the order may not appear until the purchase has been completed and processed.
When the entire delivery is cancelled or refunded, related ASDA Rewards earnings may also be removed or may never be added. The treatment can depend on whether the reward came from normal spending, a Star Product, a Mission or another promotion.
Check the Rewards app after ASDA has resolved the order. Contact ASDA Rewards support if the final Cashpot activity does not match the completed purchase.
Can I reorder the same groceries?
You may be able to use the previous order to place the shop again through Your Orders.
Before confirming the replacement order:
- Review every product and quantity.
- Remove anything you no longer need.
- Check current prices and offers.
- Review substitutions.
- Select a new delivery or collection slot.
- Confirm the address.
- Check the payment details.
Prices, promotions and availability may have changed since the original order was placed.
If home delivery is no longer suitable, you could choose ASDA click and collect for the replacement order, subject to local appointment availability.
When should you make a formal complaint?
Consider making a complaint when:
- ASDA cannot explain what happened to the delivery
- The order was incorrectly marked as delivered
- You were charged for groceries that never arrived
- A promised refund has not been processed
- Customer services repeatedly close the issue without resolving it
- The same delivery problem has happened several times
- Poor communication caused additional inconvenience or financial loss
Keep a clear record of:
- Order numbers
- Dates and delivery slots
- Emails and messages
- Screenshots of tracking
- Names or reference numbers from customer service contacts
- Bank transaction details
- Any extra costs caused by the failed delivery
Explain the resolution you are seeking, such as a refund of the order payment, correction of an incorrect delivery status or an explanation of what went wrong.
Do not assume that ASDA will provide compensation or a goodwill voucher. These are normally considered according to the individual circumstances.
Frequently asked questions
How late can an ASDA delivery be?
ASDA does not publish a standard maximum delay for every grocery delivery. Contact customer services after the slot has ended when no updated arrival time is available.
Can I track my ASDA grocery driver?
ASDA customers can track eligible grocery orders through Your Orders. Tracking is useful, but the number of remaining stops and estimated arrival time may change during the route.
Why does my ASDA order say delivered when it is not here?
The status could have been updated incorrectly, the order could have been taken to the wrong address or another person at the property may have accepted it. Check the address and household before contacting ASDA immediately.
Will ASDA refund the delivery charge for a late order?
A refund of the delivery charge is not automatic. Ask ASDA to review the delay and confirm whether a refund or goodwill gesture applies to your circumstances.
Should I contact the local ASDA store?
The customer service team is normally the appropriate first contact because it can access the online order information. A local store may not be able to resolve payment or account issues unless ASDA directs you to it.